details on our local offers. - Swan Housing Association

These are our service standards for repairs; the highlighted standards are new standards that were local offers in 2010/11.
We want to maintain our homes to a good standard and provide a good quality repairs service. We will keep to the following service standards by:
Giving you a phone number to report a repair that you can phone 24 hours a day;
Giving you an order number for each repair you report;
Giving you a time that we will carry out the repair in line with our published categories of priority times;
Committing to keep at least 93% of appointments and offering compensation payments if we don’t;
Acknowledging you have made a complaint and giving you <strong>details</strong> of who is dealing with your complaint within three working days, and aiming to settle your complaint
within 10 working days;
Carrying out a yearly gas safety check if your home has a gas supply;
Monitoring the safety of the electrics (including smoke alarms) and any asbestos in your home; and telling you when the outside of your home is due to be painted;
NEW - providing a web based on line system for tracking your repair;
NEW - undertaking stock condition surveys for at least 1700 homes each year;
NEW - ensure Carbon Monoxide alarms are fitted to at least 1400 homes each year;
NEW - offer you the option to purchase additional units or better quality units when kitchens are fitted.
Where we carry out adaptations to allow you to stay in your home we will:
Visit your home within 15 days of an occupational therapist referring you to us, where we have been asked to carry out major work;
Tell you how long the work is likely to take, and keep you up to date with our progress;
Service mechanical parts (for example stairlifts) where we have installed them;
Work with your occupational therapist;
Fit low-cost (under £1000) and simple adaptations (such as grab rails) quickly;
Check the work we have done and ask you if you are happy with the adaptations.